Chenega Corporation Jobs

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Chenega Corporation Sr. Help Desk Technician in Concord, Massachusetts



Company Job Title: Sr. Help Desk Technician

Clearance: Background Check

Location: Concord, MA

Reports To: Program Manager

FLSA Status: Non-Exempt, Full Time, Regular


The Sr. Help Desk Technician will provide expert advice and support services in IT business technologies.

Duties and Responsibilities:

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

  • Build rapport and elicit problem details from help desk customers.

  • Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology

  • Communicates solutions to end-users

  • Mentor and train other technicians on more complex and/or critical procedures and items.

  • Document, track and monitor problems to ensure timely resolution.

  • Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.

  • Promote a very high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems.

  • Correct application issues, solve network and security problems and identify common PC software and hardware problems.

  • Provide hardware support for end-user equipment, such as installing replacement hardware or upgrading hardware.

  • Support Software/Hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.

  • Assign user-name, password, and access right permissions for multiple proprietary applications, as well as client software.

  • Manage a limited number of supporting staff

  • Carry out supervisory responsibilities in accordance with corporate policies and applicable laws.

  • Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

  • High school diploma/GED and 5 years of relevant experience required.

  • CompTIA Security or government-approved equivalent certification

  • Microsoft Certified IT Professional (MCITP) on Windows 7 is required.

  • A combination of additional experience, education, and training may be used in lieu of formal education and/or certifications.

  • Must have the ability to obtain a Secret clearance.

Knowledge, Skills and Abilities:

  • Windows 10 certification is a plus

  • Must be well organized, an effective communicator at multiple levels and able to grasp system concepts and communicate their applications.

  • Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks.

  • Ability to manage multiple projects with time-related constraints in a fast-paced contract manufacturing environment.

  • Speak effectively before groups of internal and/or external customers or employees.

  • High level of integrity and accountability

  • Ability to travel.

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)

  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

Primary Location: United States-Massachusetts-Concord

Organization: Chenega Applied Solutions
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: Background Check
Job Schedule: Full Time Non-Exempt
Recruiter: Nathan Clisham-Parsons
Req ID: 1900004112